Customer Service Dispatcher

Johnson Controls; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global security solutions provider in Manchester is seeking a B2B Dispatcher to coordinate field engineers and ensure timely services. The role involves strong communication, planning, and conflict resolution skills. Candidates should have prior customer service experience and familiarity with dispatching software. This position offers a competitive salary, generous leave entitlement, and career development opportunities.

Benefits

Competitive Salary

25 days of annual leave

Holiday Purchase Scheme

Comprehensive benefits package

Exclusive discounts

Career development opportunities

Qualifications

• Previous experience in a customer service or contact center role.
• Strong planning, time management, and organizational skills.
• Excellent communication skills, both written and verbal.

Responsibilities

• Coordinate and deploy field engineers based on location and skills.
• Manage scheduling systems and provide customer updates.
• Resolve issues quickly to maintain high customer satisfaction.

Skills

Customer service experience

Planning and time management

Excellent communication

Conflict resolution skills

Attention to detail

Tools

Dispatching software

Job description

What you will do

As a B2B Dispatcher, you will coordinate and deploy field engineers to ensure timely and efficient services for customers. You will dispatch engineers based on location and skills, manage a smooth scheduling system, and provide customers with regular updates. Building strong relationships with internal teams and engineers will help resolve issues quickly and maintain high customer satisfaction. Additionally, you will monitor performance, ensure adherence to routing processes, and offer constructive feedback for continuous improvement.

What we offer

• Competitive Salary: Reflecting your skills and experience.




• Generous & Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.




• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.




• Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.




• Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.




• Career Development: Extensive opportunities for growth and advancement.

How you will do it

• Dispatch engineers using software, prioritizing jobs based on needs and job urgency.




• Reallocate tasks and collaborate with engineers and management to resolve any issues.




• Communicate with customers, managing expectations and resolving conflicts.




• Build strong relationships with customers, providing solutions and feedback for improvement.




• Track job progress to ensure timely completion and adherence to service standards.

What we look for

Required

• Previous experience in a customer service or contact center role.




• Strong planning, time management, and organizational skills with the ability to work under pressure.




• Excellent communication skills, both written and verbal, with the ability to adapt communication styles.




• Conflict resolution skills and a proactive approach to handling customer escalations.




• Ability to use multiple systems and applications simultaneously, with strong attention to detail.

Preferred

• Experience working with dispatching software.




• Familiarity with field-based operations and dispatching teams.




• Knowledge of Johnson Controls Land-Based Security product range.




• Strong problem-solving and analytical skills.




• Experience managing performance and driving improvements through collaboration.